Best Western Premier Majestic Ponta Negra Beach

I have been to this hotel on many occasions, however this last visit has been a complete disappointment for a 5 star rated hotel. RECEPTION Check in Experience was absolutely horrific. KLEBER the receptionist who attended to my check in had no notion of customer service. He showed no empathy or friendliness. It felt like he as doing me a favour just checking me in. I have never experienced this before at this hotel. Other members on the reception desk know how to treat guests which can be expected for a luxury hotel. ROOM SERVICE I ordered a three course meal for two. After one hour I rang the restaurant to find out what had happened to my order. The member of staff told me that it was being plated up and would be with shortly. After waiting for another hour I called the restaurant and finally the meal was being delivered to my room. The following night I just ordered a bucket of ice, and that took an hour to get to my room. MANAGEMENT Having all these shortfalls and being a 5 star hotel I was obliged to inform a senior member of staff. As I was explaining the problems which had occurred during my stay at the hotel, the manageress became very defensive and she was not listening to what I had to say. She mention that an event was taking place on the two nights I had used room service hence the delay. This is NOT ACCEPTABLE for a 5 star hotel. Again she showed no empathy or understanding. How can a hotel claim a 5 star rating with such a poor service to its guests Como um hotel pode reivindicar uma classificação de 5 estrelas com um serviço tão ruim para seus hóspedes